Customer Success Manager

Workplace Options•Birmingham, AL

27d•$65,000 - $80,000

About The Position

Behavioral Health Systems (BHS), supported by Workplace Options, is hiring a full-time Customer Success Manager to own a portfolio of mid-market employer accounts from end to end. The role serves as a primary partner to HR leaders, brokers, consultants, and carrier partners, ensuring programs run smoothly and clients receive value from their employee assistance and behavioral health benefits. It is suited to an organized, relationship-focused professional who enjoys client visits and is interested in mental health and employee wellbeing. The Customer Success Manager manages client relationships and plans, supports renewals and retention, and identifies opportunities for account growth. The position leads client meetings and business and utilization reviews, develops data-informed presentations, coordinates onboarding and engagement strategies, and collaborates with internal teams to address client and member issues. The role reports to the Head of Implementation & Customer Success and involves 30–40% regional and national travel by car and air, with additional travel as business needs require.

Requirements

At least 4 years of experience in customer success, account management, or client relations; experience in EAP, behavioral health, benefits, or healthcare is ideal.
Bachelor's degree or equivalent experience.
Experience owning client relationships, including renewals and retention.
Experience partnering with regional and national brokers, consultants, and carrier partners.
Comfort working with utilization and financial data and translating it into clear client insights.
Clear communication skills and confidence presenting to HR audiences and employee groups.
Strong organization and follow-through while managing multiple accounts.
Proficiency in Microsoft Office, Google Suite, and Salesforce or a similar CRM; interest in using AI tools.
Adaptability and a solutions-oriented approach when client needs or priorities change.
Passion for helping employees and their families live their healthiest lives.
Valid driver's license and willingness to travel regionally and nationally as needed.

Nice To Haves

Familiarity with benefit plan documents and related regulations.
Familiarity with digital health solutions.

Responsibilities

Own relationships and account plans for a portfolio of mid-market EAP and behavioral health accounts, focusing on customer satisfaction, retention, and growth opportunities.
Serve as the primary contact for HR and benefits leaders and maintain engagement with brokers, consultants, and carrier partners.
Lead recurring client meetings and quarterly and annual business and utilization reviews that demonstrate program value.
Create clear, data-driven presentations using utilization, benchmarks, market trends, and regulatory trends.
Manage the renewal cycle, including pricing, contracting, open enrollment, and plan materials, with leadership support for complex renewals.
Meet quarterly and annual retention and renewal targets through proactive account planning and early escalation of risks.
Adapt each client's strategy as needs change, including introducing digital solutions and collaborating with internal leaders.
Partner with Sales and Implementation to ensure smooth client handoffs, transitions, and onboarding.
Shape training, education, and engagement strategies around client goals, utilization, and workforce needs.
Represent the company at health and benefits fairs, open enrollment meetings, and client events.
Collaborate with Clinical, care coordinators, Operations, Finance, Legal, and Compliance to resolve eligibility, invoicing, and member issues.
Support teammates' accounts and events as needed and share best practices across the team.
Perform other related duties as directed or deemed appropriate.